Field Service Technician

AGS - American Gaming Systems; South Bend (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

AGS, LLC is seeking a proactive Field Service Technician II based in South Bend, Indiana. The role requires at least 2 years’ experience in a relevant role and encompasses servicing, installing, and maintaining AGS gaming equipment across various casinos. Candidates must possess strong technical skills, customer service orientation, and be available to work flexible hours, including holidays. Successful candidates will have a high school diploma and must be mechanically inclined, with proficiency in Microsoft Office. Physical demands include lifting up to 50 pounds and driving long distances.

Qualifications

• Minimum of 2 years experience as a Field Service Technician I or 3 years in a technical gaming environment.
• Must be at least 21 years old.
• Ability to use hand tools and troubleshoot electronics.

Responsibilities

• Provide technical training on installations and game upgrades.
• Deliver best-in-business customer service.
• Conduct site surveys and communicate with internal teams.
• Perform preventative maintenance on AGS gaming equipment.

Skills

Technical training on game installations

Customer service

Troubleshooting skills

Knowledge of computer networking

Problem-solving skills

Education

High School diploma or GED

Tools

Microsoft Office suite

Multi-meter

Job description

Job Overview

The Field Service Technician II has a proven electronics background with at least 2 years’ experience in a lesser role or 3 years’ experience in a casino technical role. This position is responsible for the service, installation, conversion, upgrade and preventative maintenance of all AGS gaming equipment at various casinos in their designated region. The Field Service Technician II position does not work standard set hours as work activities may occur throughout a 24-hour day, 7 days a week, including holidays. This position reports to the Regional Service Manager or Field Service Supervisor.

Responsibilities

• Can provide technical training on most aspects of installations, theme changes, game software upgrades, server upgrades, etc.
• Provides “best in the business” customer service.
• Part of advanced support team sent in to troubleshoot and resolve technical problems.
• Performs site surveys at new Class II or Class III locations and functions as a primary liaison with internal technical teams for communicating project requirements.
• Expert contributor to field service message boards, and provides documentation for technical assistance with known problems.
• Performs preventative maintenance and general maintenance on AGS gaming equipment.
• Preventative maintenance is performed in a timely manner without prodding.
• Can easily identify replacement parts and their associated part numbers.
• Must be skilled at performing all gaming specific work orders.
• Will complete Site Surveys for basic work orders.
• Performs project management activities for basic work orders.
• Good understanding of computer networking infrastructure.
• Good familiarity of all AGS slot platforms and electronic table game equipment.
• Strong working knowledge of slot cabinet and table game topography and can diagnose and troubleshoot problems from top to bottom of machine.
• Completes all reports and paperwork in a timely manner.
• Participates in a weekly on-call rotation with other technicians in territory.
• Adheres to all safety guidelines during work hours, as set forth by AGS.
• A flexible schedule may be required, with the ability to work early mornings, nights, weekends and holidays as needed.

Skills/Requirements

• High School diploma or GED required.
• Must be at least 21 years’ old.
• Minimum of 2 years’ experience as a Field Service Technician I or 3 years’ experience working in a technical gaming environment.
• Requirement to obtain licensing approval by tribal and/or state gaming regulators.
• Mechanically inclined; ability to use hand tools.
• Proficient in Microsoft Office suite (primarily Word, Excel, Outlook).
• Will provide technical support to Field Service Technician I.
• Must have a good working knowledge of customer’s policies and procedures prior to performing work orders.
• Advanced understanding of AC/DC electronics.
• Can use a multi-meter to troubleshoot electrical issues.
• Understands networking with CAT5 and fiber.
• High proficiency in multi-platform installs/upgrades/theme changes.
• Some working knowledge of the difference between Class II and Class III.
• Basic understanding of computer networking.
• Highly developed problem-solving skills.
• Positive attitude, teamwork mentality.

Physical Requirements/Work Environment

The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk or sit for long periods of time and perform repetitive motion type tasks regularly.
• Ability to regularly lift and/or carry up to fifty (50) pounds, push and/or pull up to two hundred (200) pounds with or without assistance.
• While performing the duties of this job, the employee is regularly exposed to bending, twisting, climbing, reaching and squatting.
• While performing the job functions of this position, the employee frequently works near powered motor vehicles, power tools, and automated assembly fixtures.
• While performing this position, the employee regularly uses manual and powered hand tools, (electric, battery operated and/or air powered).
• Ability to work in a non-climate-controlled environment.
• While performing the job functions of this position, the employee will be required to operate a personal or work assigned vehicle. Must be able to drive long distances when needed.

This position may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

All offers are contingent upon successful completion of a background check, drug screen and human performance evaluation (HPE).